Category: Microsoft Dynamics 365

To enable the new email capabilities in Dynamics 365 Customer Service,

Navigate to Settings
àAdministration à System Settings à Email Tab and check the Enhanced email for Timeline option

We can also enable it from within the Sales Hub app,

App Settings à Overview

The new features include à

• Composing Email in a pop-up and non-blocking window within the context of the current record.

• Working on multiple active draft email concurrently

• Maximum – 3 active email windows are allowed

• Ability to move across different records while still drafting the email.

Here we have navigated to My Active Cases view with the draft email still available in the bottom to work on.

• Rich edit experience which includes Drag and Drop / Copy and Paste of the images

• Ability to preview the Email Template before applying them.

These features are all geared toward making the agent more productive and efficient.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

With the 2020 release wave 1, we can now customize the case resolution dialog box

In fact, we can select between the standard dialog, customized dialog box or quick create dialog experience for the users.

The default out of the box Resolve Case Dialog Box ->

Let us select the style as Customizable Dialog.

Now to add or remove fields to the dialog box, we need to customize the Main form of Case Resolution entity.

We can change the ordering of the fields, add or remove the existing fields on that entity. (We cannot create and add new fields to the form).

Updated Resolve Case Dialog Box.

Now let us specify Quick Create Dialog as the default style.

It opens the Quick Create form for us

Let us customize the Quick Create form

After saving and publishing the changes

We can see the changes reflected.

We can also specify business rules now

This allows us to capture additional information which could help us in reporting and analysis, and also it was one of the most requested features in the product for long.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

With 2020 Release Wave 1 we have few enhancements added to the knowledge management aspect.

We can see Link, Opening the record in new window, Send Email options being to the title of the results.

• Link the article to the record

• Open the article in the new window – This is the new option added.

• Link and send the article via email

In the previous version, we had Link\Unlink, Email and Send URL option.

These options have been now moved to the top right along with title which allows for more articles to be visible than the previous version in the results.

• Knowledge Search can now be performed outside of the context of the case record, for this Knowledge Search option is added to the navigation in the Customer service hub.

In the previous version à

In current 2020 Release wave 1 à

The above enhancements would help in improving the productivity of the users.

Check other blog posts on

Release 2020 Wave 1: https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..

Similar to the Opportunity entity, we can add a Kanban view to Activities.

https://nishantrana.me/2020/02/14/kanban-view-for-opportunity-in-dynamics-365-sales-2020-release-wave-1-plan/

Open the Activity entity for Customization and add the Kanban control and publish the changes.

*similar to Kanban, we can configure Calendar control for Activity.

After publishing the changes we will have both Kanban view and Calendar Control view available for use to selectà

Kanban view shows the activity records based on the different status.

Clicking on Title opens the record in the new window

Fields are editable

The view can be filtered based on Due date and Activity Type

We can use Search to filter the result in view

Each lane shows the total records in that particular lane

Supports drag and drop

Moving the record to the Completed lane

Opens the Close Task dialog

Within the Close Task Dialog box, we have the option to specify Completed or Cancel for the task.

Here we selected Canceled, which moves the record to Canceled lane.

The Closed / Completed activity cannot be dragged to Open lane and reopened for out of the box entities except Campaign Response.

Below we are moving Campaign Response activity record from Completed to Open lane.

The custom activity can be moved between the lanes without any such restriction. i.e. It can move from Cancelled to Completed or Completed to Cancelled, or From Completed and canceled to Open, etc.

With upcoming releases, we would see the option of adding Kanban view to other entities. (Right now, we can add the Kanban View to other entities but it renders as blank except Activity and Opportunity).

Check other blog posts on

Release 2020 Wave 1:https://nishantrana.me/2020-release-wave-1/

Release 2019 Wave 2: https://nishantrana.me/2019/12/31/dynamics-365-2019-release-wave-2-blog-posts/

Hope it helps..